Assessment of customer satisfaction with bank service delivery: a case of Centenary Bank, Makerere University branch

Abstract

The main objective of this study was to examine the relationship between bank service delivery and customer satisfaction at Centenary Bank, Makerere Branch, Kampala District. The study furthermore had five specific research objectives and three research hypotheses that were all used to answer to understand the research purpose. For this particular study the population is drawn from Centenary Bank Makerere Branch Bank customers. Data was collected using a questionnaire and this method was chosen because it was easy to administer in the on-the-spot- collection of information approach used in this study. Questionnaires were administered to the customers of Centenary Bank in order to extract information that answers the research questions. Data collected was prepared by cleaning, coding and entering them in computer using the SPSS program. Descriptive statistical procedures including cross tabulations and frequency distributions are going to be used to provide the overall customer perception on bank service quality. Likert scale and Pearson’s Correlation analysis was used to establish the degree of relationships between variables. Study results further revealed that there is a strong positive significant correlation between Bank service delivery and customer satisfaction. The Likert scale results revealed that majority of the respondents agreed that the bank delivers its services promptly at the time it promises to do so. Furthermore, Likert scale results also showed that most of the respondents strongly agreed that bank always performs the service right the first time. Moreover, Likert scale results further showed that most of the respondents disagreed that when customers have a problem, the bank shows sincere interest in solving it. Additionally, the Likert scale results showed that majority of the respondents also disagreed that the bank employees give me a prompt service. On the other hand, the study also revealed that there is a strong positive significant correlation between Internet banking and customer satisfaction. Last but not least, study results revealed that there is a Strong significant correlation between Mobile banking and customer satisfaction. The study therefore recommends that in as much as measuring service delivery is important, service managers should endeavor not only to measure service delivery but to take steps to manage and improve service delivery